I would like our satisfaction surveys to be anonymous and to allow us to include customized feedback such as:
* Was your issue resolved?
* Have you reported this issue before?
* How well did your support rep understand the problem?
* Was the response quick enough?
Right now most of our helpdesk reps are known personally by staff which means negative/constructive feedback is almost entirely absent. The current CSAT score is more about agent popularity that anything useful. By making results anonymous and allowing deeper, more useful feedback, we can make real improvements over time without utilizing something like SurveyMonkey.